Senior Workforce Management Specialist

CentralSquare Technologies•,

About The Position

The Senior Workforce Management Specialist owns workforce planning and capacity management for CentralSquare's customer support organization during a period of significant AI-driven change. As AI deflection scales and the mix of cases reaching human agents shifts toward higher complexity, this role ensures staffing models, scheduling, and headcount projections stay ahead of the curve rather than lagging behind it. This role sits within the AI Innovation Lab and reports to the Director, CX Operations. It works in close partnership with Support leadership to connect WFM decisions directly to AI program outcomes. Success means the support organization is always staffed to the right level for the right work, with data-backed recommendations that leadership can act on.

Requirements

Experience in workforce planning and capacity management
Proficiency in building and maintaining forecasting models
Experience developing staffing models
Ability to provide data-backed recommendations and scenario analysis
Experience with rolling capacity forecasts (30/60/90 days)
Experience in scheduling for a support organization
Ability to balance coverage requirements, SLA targets, and cost efficiency
Experience identifying utilization gaps and overstaffing patterns
Experience optimizing agent time across channels and shifts
Ability to partner with managers to understand volume drivers
Experience tracking and reporting on schedule adherence, utilization rates, and SLA performance
Experience maintaining a real-time view of AI deflection impact on workload
Ability to update WFM models to reflect actual AI impact
Experience building staffing scenarios for automation milestones
Ability to flag staffing imbalances due to AI deflection
Experience contributing WFM data to analytics scorecards
Experience owning WFM reporting (capacity, utilization, forecast accuracy)
Experience maintaining a WFM dashboard
Experience tracking and analyzing handle time trends
Experience providing data inputs for headcount budget planning
Experience owning a WFM tooling stack
Experience documenting WFM processes and SOPs
Experience with intraday management and real-time adjustments

Responsibilities

Own capacity planning for the support organization: build and maintain forecasting models that account for ticket volume, AI deflection rates, handle time trends, and case complexity shifts
Develop staffing models that reflect both current state and projected AI adoption milestones; update models as deflection rate changes
Provide headcount recommendations to Support leadership and the Director, CX Operations with clear data backing and scenario analysis
Maintain rolling 30/60/90-day capacity forecasts; flag risks proactively before they become staffing gaps or overages
Own scheduling for the support organization: balance coverage requirements against agent availability, SLA targets, and cost efficiency
Identify utilization gaps and overstaffing patterns; make recommendations to optimize agent time across channels and shifts
Partner with Support managers to understand seasonal patterns, product release impacts, and other volume drivers that affect scheduling
Track and report on schedule adherence, utilization rates, and SLA performance against staffing models
Maintain a real-time view of how AI deflection is affecting workload by channel, product, and case type; ensure WFM models are updated to reflect actual AI impact rather than historical averages
Work closely with the Director, CX Operations to understand the AI development pipeline and build staffing scenarios that account for upcoming automation milestones
Flag cases where AI deflection improvements are creating staffing imbalances (e.g., overstaffing on deflected case types, understaffing on escalated complex cases)
Contribute WFM data to the support AI analytics scorecard: deflection-adjusted headcount, cost per handled case, and utilization trends
Own WFM reporting: produce regular capacity, utilization, and forecast accuracy reports for Support leadership and the Director, CX Operations
Maintain a WFM dashboard that gives real-time visibility into staffing vs. volume across all channels and product lines
Track and analyze handle time trends by case type to identify where AI assist tools are working and where agent efficiency opportunities remain
Provide data inputs for headcount budget planning cycles
Own the WFM tooling stack; evaluate and recommend improvements as the support organization evolves
Document WFM processes and maintain standard operating procedures for forecasting, scheduling, and capacity review cycles
Partner with Support Operations on intraday management and real-time adjustments